People Case Solutions Tower Lead

JOB SUMMARY The Director, Tower Lead, People Case Solutions is the global business and product owner for People case management. The role is accountable for the strategy, roadmap, governance and continuous improvement of the processes and technology that support how employee and manager enquiries are received, routed, managed, resolved and measured.

The role owns the People Case Solutions product area, including case-management processes, service-delivery workflows, case taxonomy, routing, escalation, service-level configuration, agent experience, operational compliance and reporting requirements. It ensures that solutions are globally aligned, operationally effective and designed around a simple and consistent employee and manager experience.

Recognising that case management is increasingly connected to AI-enabled service delivery and knowledge, the Tower Lead works closely with the People AI Product Owner and Knowledge Lead to align priorities, manage dependencies and deliver a joined-up employee and manager experience.

The role leads the People Case Solutions team and provides direction to project and delivery resources responsible for translating the roadmap into executable initiatives. This includes oversight of the ServiceNow HR Service Delivery product area and its integration with the wider People technology and service-delivery landscape.

ESSENTIAL DUTIES AND RESPONSIBILITIES Strategy and product ownership

• Own the global strategy, vision and roadmap for People Case Solutions, aligned to the wider People strategy, employee experience and technology roadmap.
• Act as the global business and product owner for case-management capabilities, including case intake, taxonomy, routing, assignment, workflows, escalation, service-level configuration, agent workspace and case reporting.
• Define the future direction of the case-management product area, balancing operational priorities, employee experience, compliance, platform health and transformation needs.
• Own and prioritise the People Case Solutions backlog, ensuring investment is focused on the highest-value business and employee outcomes.
• Establish clear product standards and decision rights for global and regional case-management solutions.
• Assess new requirements and opportunities, determining whether they should be addressed through process improvement, case-management functionality, AI, knowledge or a combination of capabilities.

Partnership across AI and knowledge

• Partner closely with the People AI Product Owner and Knowledge Lead to deliver a joined-up employee and manager service experience.
• Coordinate priorities, roadmaps and dependencies across case management, AI and knowledge to support effective delivery.
• Ensure AI-enabled service experiences connect effectively with case creation, routing, escalation and human support where required.
• Contribute case-management expertise and requirements to the design of AI-enabled service experiences.
• Use case trends and service data to inform knowledge improvements and opportunities for AI-enabled resolution.
• Work with the Knowledge Lead to embed relevant knowledge within case-management and agent workflows.
• Build strong, collaborative ways of working across the three capabilities, addressing issues and dependencies early.

Governance and operational accountability

• Operate and continuously improve the established global governance for People Case Solutions, including standards for case taxonomy, routing, escalation, retention, access, auditability and operational compliance.
• Ensure case-management processes and solutions meet relevant legal, regulatory, data-privacy, security, audit and records-management requirements.
• Own the business requirements for operational compliance initiatives affecting case management, including retention, archival and destruction rules.
• Ensure the platform is configured to support agreed service levels, measures and reporting requirements, working in partnership with the regional and service-delivery teams responsible for operational performance.
• Define the measures used to assess product health, user experience, adoption, case quality and value delivered.
• Use service data, stakeholder feedback and operational insight to identify improvement opportunities and inform roadmap priorities.

Delivery and technology partnership

• Translate the People Case Solutions strategy and roadmap into a clear portfolio of initiatives, requirements and delivery priorities.
• Sponsor and oversee major case-management initiatives from assessment and design through testing, release, adoption and value realisation.
• Provide direction and decision-making support to project leads and other resources delivering People Case Solutions initiatives.
• Partner with Digital & Technology and enterprise platform owners on technical feasibility, architecture, configuration, integration, security and release planning.
• Ensure business requirements are clearly defined and understood to support effective technical solution design.
• Approve business readiness and recommend go or no-go decisions for case-management releases, in partnership with the relevant technical and operational owners.
• Ensure appropriate user acceptance testing, business validation, process documentation, training and transition arrangements are in place.

Leadership and stakeholder management

• Lead, develop and set priorities for the People Case Solutions team, creating clear accountability across product, project and process responsibilities.
• Build strong partnerships with People Operations, Shared Services, HR business partners, Centres of Excellence, regional People teams, People AI, Knowledge, People Data and Insights, and Digital & Technology.
• Chair or represent People Case Solutions in relevant product, portfolio and governance forums.
• Influence senior stakeholders across regions and functions, balancing global consistency with legitimate local requirements.
• Communicate product strategy, priorities, decisions, delivery progress, risks and dependencies clearly to senior leaders.
• Promote disciplined governance while maintaining a practical, customer-focused approach to delivery and continuous improvement.

KEY DECISION RIGHTS

• Owns the People Case Solutions strategy, roadmap and backlog.
• Decides case-management priorities within agreed portfolio and investment governance.
• Owns global case taxonomy, routing principles, escalation requirements and case-management standards.
• Approves business requirements and acceptance criteria for case-management changes.
• Ensures case-management requirements are represented in connected AI and knowledge initiatives.
• Works with the AI and Knowledge leads to align sequencing and manage shared dependencies.
• Recommends business go or no-go decisions for significant case-management releases.
• Escalates material risks, funding or prioritisation decisions through the appropriate governance forum.

QUALIFICATIONS AND SKILLS

• Significant experience leading global People, HR service-delivery, employee-service or case-management products and processes.
• Strong understanding of HR case management and employee service-delivery technology, ideally including ServiceNow HR Service Delivery.
• Demonstrable experience owning a global product strategy, roadmap and prioritised backlog.
• Experience operating at Director level in a complex, global and matrixed organisation.
• Strong understanding of the relationship between case management, knowledge management, employee portals, virtual agents and AI-enabled service delivery.
• Experience leading global transformation, process improvement or technology-enabled change.
• Proven ability to translate business strategy and operational needs into product requirements and delivery priorities.
• Strong governance, risk, compliance and operational-control experience.
• Experience leading teams and directing project, process and product resources.
• Strong senior stakeholder management, influencing and decision-making capability.
• Ability to work effectively across business, operational and technical teams, with clarity of roles and shared outcomes.
• Strong analytical skills, with the ability to use service data and operational insight to support prioritisation and investment decisions.

LEADERSHIP CAPABILITIES

• Strategic product leadership
• Global process ownership
• Sound judgement and decision-making
• Collaborative leadership across organisational boundaries
• Strong governance and accountability
• Customer and employee-experience orientation
• Ability to simplify complex issues
• Confident senior stakeholder communication
• Pragmatic approach to transformation and delivery
• Development and leadership of high-performing teams

Why CBRE When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.
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